Introducing search across multiple Help Centers

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19 Comments

  • Patrick Morgan
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    If we have a Help Center that is gated by an SSO, and a second Help Center that is accessible without sign-in, would this search functionality still work across the two? For example, if the feature is enabled, could you search for and find an article in our un-gated Help Center from our gated Knowledge Base and vice versa? Just trying to figure out what that user experience would look like...

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  • John Grenz
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    Assuming this only works with multiple Help Centers within 1 Zendesk instance.  Would it work if we have multiple separate instances? Can we connect those Help Centers/brands that way?  Like a ticket sharing agreement sort of thing?

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  • Zac
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    This is pretty cool. Does it also impact Knowledge Capture search and Answer Bot for Agents? I can see this being more useful for our agents than for our customers.

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  • Ryan McGrew
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    Hey Zac,

    Good question and agreed it would be useful for the KC app as well. Would you expect this to follow the configuration of the branded Help Center or should the KC app it's own brand search configuration?

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  • Zac
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    Hi Ryan,

    We would expect it to have its own brand search configuration. Would love to communicate at a private level to share more details of our use case. We actually have a lot of feedback over the KC app and think it's a powerful tool for building out / enabling workflow, and is only scratching the surface of its potential. Huge implications both for knowledge management and overall agent experience.

    -Z

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  • Ryan McGrew
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    Thanks Zac!

    Definitely agree. For the brand search configuration, would this be an account wide configuration or per user?

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  • Zac
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    We see it as probably working as an account-wide configuration. However, we find that we prefer to make user level tweaks in almost all cases wherever it's made possible in the product. If you allowed for user-level overrides we would probably have a use case for it.

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  • Stephen Belleau
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    Personally, I would love to see an account-wide configuration where we can create conditions or mappings for how the KC app should search, based on ticket attributes. And it would be amazing if we could not only set the Brand search configuration, but also Category/Section. 

    e.g. for tickets in group X, KC app should default its search to Category X in Brand Z. 

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  • Zac
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    Stephen Belleau I was actually thinking of something similar - limiting search scope for KC by label or section, based on some attribute of the ticket such as Ticket Form, Group, or a custom field. This would dovetail nicely with Contextual Workspaces. This scope limitation could be overridden by the agent, if necessary - much like macros and apps today can be overridden if the Contextual Workspace is misapplied. Did not want to take this thread too far off topic, this is probably better suited for a Product Feedback conversation.

    Just to close this out, it would be great to specify that, in some cases, KC should pre-load a specific article for the agent based on ticket context. This is only one way to start down the path of enhanced agent assistance; there are others as well. Ryan McGrew I would love to expound on the use cases and user stories around this, but don't want to hijack the thread any further out here.

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  • Andy Ramstad
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    Will this be available to Legacy customers?

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  • Devan
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    Hello Andy Ramstad,

    This will not be available to Legacy Customers, it will be a Guide Enterprise feature.

    Best regards.  

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  • Fabio Strasser
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    Could someone answer John Grenz question please. I have the same one:

    Would this work if we have multiple, separate instances? 

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  • Ryan McGrew
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    Hey Fabio Strasser

    This only works with multiple brands on a single Zendesk account. It won't work if you have multiple accounts in a hub and spoke setup, for example.

    Thanks!

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  • Kelsey Davis
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    First of all - Love this! 

    Secondly, I'll explain our use case and then hopefully you'll understand my question a bit better after that;

    1. Brand A is our Company the parent/umbrella brand - needs to access all Brand B, C, D and E help centres as well as it's own help centre (Brand A) and it doesn't matter if each help centre is individually branded/designed/themed because these customers (B2B) understand all our brands. B2C customers likely don't even know Brand A exists.

    2. Brands B, C, D - need to crossover between each other which this achieves (great stuff), but these customers (B2C) don't necessarily know about the other brands - so being taken to a different looking help centre could be confusing.

    3. Brand E - does not need to search any other help centre other than it's own.

    Question is:

    Preferred solution: Can the redirection of help centre articles be customised somehow so that for UX the articles seem to be native to the help centre they're already on?

    Second solution: Or is there some way to explain to them they're being redirected to somewhere else? This might be their first experience of this whole new brand, and they may be confused and also I would like somehow to introduce them to that new brand in a positive way.

    Thanks

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  • Kelsey Davis
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    Also to add to the KC part - for insights I'd expect to see the results in each brand - but with source information for it coming in from another HC and which one that was. I'd like to see if it's performing well with more redirects from a different HC than from search within the original HC for example.

    Also to clarify, will Agents be able to search across multiple HC using KC App in the ticket too?

    Could there be a setting or tick box on the article itself to say allow sharing in other HC? In case you wanted the odd occasional article not appearing in a different HC, but you want the majority to be shared? 

    Thanks

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  • Ryan McGrew
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    Hey Kelsey,

    The configuration you're talking about with Brands A through D being individually configured for the other brands it can search is definitely achievable.

    However, when you talk about articles from Brand D appearing in Brand A search results having the theme of Brand A is not yet possible. We would actually look to solve this problem a bit differently by allowing you place one article in multiple brands and sections. In that way Article X would exist in both Brand A and Brand D and would have the theme from its respective brand. We're working on this functionality and expect to have something available in an EAP hopefully in the next 6 months. In this scenario, the article itself would be configured with multiple section placements across brands.

    It's possible you could look at building a theme customization via JavaScript and HTML/CSS to achieve your second solution.

    Currently, multiple help center search is not available in KC App search. We're looking at ways we can add that ability with the limited space that we have in the KC App and settings.

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  • Kelsey Davis
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    Thanks Ryan! That would achieve what I wanted too so that's great. Will you be able ti have different headings and bolding/italics etc within the body of the article to suit style of each Brand or are you simply ticking a tick box sort of thing?

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  • Ryan McGrew
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    Hey Kelsey,

    I'd probably need to know a bit more about what you're trying to achieve and the differences you'd like to have. In general, there are 2 types of customizations that can be achieve around articles.  

    For theme customizations, you can set up different typography, layouts, etc. for all or some articles. You can read more about customizing your theme or you can set up multiple templates for articles for example if you'd like to have different layouts for different articles. These will apply to whole articles in a Help Center.

    You can also set things like italics, bold or colors on certain section of articles. These would be bold or italic no matter which Help Center they appeared in. Although, you can control how italic or bold looks with theme customization, so you can vary that by theme on a Help Center.

    I hope that answers some of your questions.

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  • Kelsey Davis
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    Yes that does answer my questions! Thanks

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